Customer Service Training for IT Pros

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How to Master IT Customer Service

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Course Content

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CS Section 01: The Five Principles of IT Customer Service 22 Lessons | 1 Quiz

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Section Content

0% Complete 0/22 Steps

CS 01-01 How to Use this Course

CS 01-02 Intro to Compassionate Geek IT Customer Service Training

CS 01-03 It’s Not a Technical Problem

CS 01-04 WIIFM (What’s In It For Me?)

CS 01-05 Activity: What’s In It For You?

CS 01-06 Customer Service Heroes and Villains

CS 01-07 Activity: Characteristics of Heroes and Villains

CS 01-08 Activity Results: Heroes and Villains

CS 01-09 Technical Skills or Customer Service Skills?

CS 01-10 Introducing the 5 Principles of IT Customer Service Success

CS 01-11 3 Roadblocks that Stand in Your Way

CS 01-12 The Competence/Charisma Model

CS 01-13 How to Implement Principle #1: Deep Technical Competence

CS 01-14 How to Implement Principle #2: Compassion

CS 01-15 How to Implement Principle #3: Empathy

CS 01-16 How to Implement Principle #4: Listening

CS 01-17 How to Implement Principle #5: Respect

CS 01-18 Who Are Your Customers?

CS 01-19 Who Are the Stakeholders?

CS 01-20 3 Important Points

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CS Section 02: Emotional Intelligence for IT Professionals 16 Lessons | 1 Quiz

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CS 02-01 Intro to Emotional Intelligence

CS 02-02 What is Emotional Intelligence?

CS 02-03 Emotional Intelligence Bad Example

CS 02-04 Follow Up to the Bad Emotional Intelligence Example

CS 02-05 Emotional Intelligence Good Example

CS 02-06 Follow Up to the Good Emotional Intelligence Example

CS 02-07 How to Recognize Emotions in Other People

CS 02-08 How to Recognize Emotions in Yourself

CS 02-09 How to Manage Your Own Emotions

CS 02-10 How to Influence the Emotions of Others

CS 02-11 The Amygdala

CS 02-12 Emotional Labor

CS 02-13 The Social Brain

CS 02-14 How to Maintain Your Calm Demeanor in Emotionally-Charged Situations

CS 02-15 Six Steps to Managing Your Emotions

CS 02-16 Emotional Intelligence Summary and Closing

CS Section 02 End Quiz

CS Section 03: What to do When the Customer is Not Right 15 Lessons | 1 Quiz

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Section Content

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CS 03-01 Section 3 Welcome and Opening

CS 03-02 Avoiding Death by Watercooler

CS 03-03 The Gricean Maxims of Cooperative Conversations

CS 03-04 What is the Customer Angry About?

CS 03-05 Dealing with Anger

CS 03-06 How Responsive Are You?

CS 03-07 What Users and Customers Really Want

CS 03-08 The Problem with “Not My Problem”

CS 03-09 Terms of Non-Endearment

CS 03-10 Flow for Handling Customer Calls

CS 03-11 Flow for Handling Customer Calls Example

CS 03-12 Dealing with Difficult Customers

CS 03-13 When You Make a Mistake

CS 03-14 Be Careful About the Use of Jargon

CS 03-15 Section 3 Summary and Closing

CS Section 03 End Quiz

CS Section 04: The Art of Listening Well 5 Lessons | 1 Quiz

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Section Content

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CS 04-01 Section 4 Welcome and Opening

CS 04-02 The 5 Levels of Listening

CS 04-03 How to Achieve Empathetic Listening

CS 04-04 Top 10 Ways To Be A Better Listener

CS 04-05 Section 4 Summary and Closing

CS Section 04 End Quiz

CS Section 05: Making Sure They Know You Care 12 Lessons | 1 Quiz

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Section Content

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CS 05-01 Section 5 Welcome and Opening

CS 05-02 How to Show You Care

CS 05-03 8 Ways to Show You Care

CS 05-04 The Three Components of Communication

CS 05-05 8 Golden Rules for Customer Service

CS 05-06 Comparing Customer Calls, Part 1

CS 05-08 Comparing Customer Calls, Part 2

CS 05-09 Comparing Customer Calls, Part 3

CS 05-10 Comparing Customer Calls, Part 4, Call Example #2 Analysis

CS 05-11 Strictly Business, Part 1

CS 05-12 Strictly Business, Part 2

CS 05-13 Section 5 Summary and Closing

CS Section 05 End Quiz

CS Section 06: Communicating Through Email, Text, and Chat 10 Lessons | 1 Quiz

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Section Content

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CS 06-01 Section 6 Welcome and Opening

CS 06-02 Communicating Through Email

CS 06-03 Bad Email Support Example

CS 06-04 Good Email Support Example

CS 06-05 Commonly Misused and Abused Words

CS 06-06 Communicating via Texting

CS 06-07 Communicating via Chat

CS 06-08 Communicating Using Slack and Teams

CS 06-09 Slack and Teams Dos and Don’ts

CS 06-10 Section 6 Summary and Closing

CS Section 06 End Quiz

CS Section 07: How to Say No Without Alienating Your Customer 10 Lessons | 1 Quiz

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CS 07-01 Section 7 Welcome and Opening

CS 07-02 How Not to Say No: An Important Lesson Learned

CS 07-03 When to Say “No”

CS 07-04 Considerations Before Saying “No”

CS 07-05 Offer your Explanation When Saying “No”

CS 07-06 Be Proactive When Saying “No”

CS 07-07 Avoiding the Word “No”

CS 07-08 Dealing with Difficult End-Users or Customers

CS 07-09 Why Some Situations go Wrong

CS 07-10 Section 7 Summary and Closing

CS Section 07 End Quiz

CS Section 08: Stress Management for IT Professionals 13 Lessons | 1 Quiz

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Section Content

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CS 08-01 Section 8 Welcome and Opening

CS 08-02 Types of Stress

CS 08-03 The Senness Stress Management Equation

CS 08-04 Personal Stress Activators

CS 08-05 Personal Stress Management Tool

CS 08-06 Personal Beliefs

CS 08-07 Personal Behaviors

CS 08-08 Stress Warning Signals

CS 08-09 The Serenity Prayer

CS 08-10 Dealing with Stress

CS 08-11 Check Your Posture

CS 08-12 Watch Your Diet

CS 08-13 Section 8 Summary and Closing

CS Section 08 End Quiz

CS Section 09: Wrap Up 1 Lesson | 1 Quiz

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CS 09-01 Final Exam

CS Final Exam

CS Section 10: Resources and Course Evaluation 3 Lessons

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CS 10-01 Reading Recommendations

CS 10-02 Online Resources

Wrapping Up: Course Evaluation